Hello team,
I would like to request an enhancement to the Power BI Connector feature in SWSD. Currently, the connector supports a limited set of fields, primarily focused on individual assignee-level data. However, as our team has now fully adopted the Group Assignment functionality and completed the mapping of respective assignees to their groups in SWSD, it is critical that this field be included in the Power BI Connector dataset.
Business Justification
- Improved Visibility and Analytics
- Including the Group Assignment field will enable us to analyze data at the group level, providing a clearer view of workload distribution and performance across different support groups.
- This will help identify trends, bottlenecks, and resource allocation needs more effectively than individual-level reporting.
- Enhanced Effort Measurement
- In scenarios where an individual belongs to multiple groups, the ability to measure efforts at the group level is essential. This ensures accurate reporting of time and resources spent per group, supporting better planning and accountability.
- Strategic Decision-Making
- Group-level insights will allow us to make informed decisions regarding staffing, training, and process improvements.
- It will also help in aligning KPIs with organizational goals by focusing on team performance rather than just individual metrics.
- Value Addition to Power BI Dashboards
- Incorporating this field will significantly enhance the depth and quality of our dashboards, enabling advanced analytics such as group-based SLA compliance, ticket resolution trends, and workload forecasting.
Expected Outcome
By adding the Group Assignment field to the Power BI Connector data, we will gain a holistic view of service desk operations, improve reporting accuracy, and drive actionable insights for continuous improvement.
